Integrative work design for telework practices: lessons learned from the COVID-19 pandemic in Thailand

Purpose This study aims to identify an effective work design for telework practices in Thailand by investigating the influence on employee work engagement and job stress of job demands and resources in three domains of work characteristics – task, social and contextual. Design/methodology/approach In total, 1,052 high-intensity teleworkers participated in our online survey. Nested model comparisons and chi-square difference tests were used to test the significance of the three domains of work characteristics by comparing changes in model fit associated with the removal of the parameters associated with each domain. The best fit model was then used to examine the hypothesized relationships. Findings The results revealed that each domain of work characteristics provides additional and meaningful insights on employee outcomes. For telework practices in Thailand, supervisor support and work autonomy, the job resources specified respectively in the social and task domain can enhance work engagement. In contrast, supervisor surveillance and communication overload, the job demands in these respective domains can lead to job stress. Additionally, telework contextual demands of blurred work–life boundaries reduce employee work engagement. Communication overload has paradoxical outcomes of increased job stress and improved work engagement. Originality/value This study contributes to the work design and telework literature by applying an integrative work–design approach to demonstrate that organizations should consider both job demands and resources in a wider context of work design. This study also provides insights in respect of Thai cultural values to explain the effective design of telework practices in Thailand, a country where telework is relatively new and the work–design literature is very limited. This study is useful for international business managers wishing to adopt telework practices in Thailand to localize how telework is organized and ensure a smooth transition to the new world of work more successfully in the post-pandemic period.